Faculty of Management, University of Tehran Journal of Information Technology Management 2008-5893 6 2 2014 06 22 Investigating the Effects of Rural ICT Centers’ Services Quality on Customers’ Satisfaction (Case Study: Rural ICT Centers of Gillan) بررسی اثرات کیفیت خدمات دفاتر ICT روستایی بر رضایت‌مندی مشتریان(مطالعه موردی: دفاتر ICT روستایی گیلان) 209 228 50867 10.22059/jitm.2014.50867 EN Mohammad Doostar Assistant Prof. University of Gillan, Iran Mohammad Ali Valipour Assistant Prof. University of Gillan, Iran Reza Esmaeilpour Assistant Prof. University of Gillan, Iran Mojtaba Mahmoudi MSc. Student. Industrial Management, University of Gillan, Iran Journal Article 2014 02 24 Information & communication technology(ICT) is regarded as a means to rural sustainable development in order to reduce poverty, bridge the digital divide and prevent the migration of people from rural areas to cities. To achieve these goals and to deliver governmental services and other essential services needed by rural communities, ten thousand rural ICT centers with an investment of $ 280 million has been put to use by the government. The purpose of this study is to assess the dimensions of services’ quality of rural ICT centers in guilan using Parasuraman SERVQUAL model and its Impact on satisfaction. Using a descriptive correlational research method, 384 customers of these centers were selected randomly. SERVQUAL standard questionnaire was used to measure service quality dimensions and satisfaction questionnaires were used to measure customers satisfaction. To analyze the data, structural equation modeling was used. The results suggest that services’ quality dimentions were ranked in this order: reliability, empathy, guarantee, accountability,and tangibility. and satisfaction dimentions were rankd as satisfaction with personnel and total satisfaction with services. AMOS Software was used for data analysis and presenting of the results. https://jitm.ut.ac.ir/article_50867_2c230f0d052d5971cb5130f83dd85387.pdf